Software Support Specialist

Company; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading support services provider in Johannesburg is looking for a Tier 1 - Technical Support agent. You will be responsible for providing exceptional support, resolving customer issues, and maintaining a positive experience. Candidates should have at least 2 years of technical support experience, excellent communication skills, and a solution-oriented approach. Join a supportive community that values growth and excellence.

Qualifications

• At least 2 years of product support experience in a technical support position.
• Ability to remain calm and professional in all circumstances.
• Demonstrated ability to handle interruptions and meet deadlines.
• Experience resolving escalated technical issues.

Responsibilities

• Register and classify incidents received via various channels.
• Resolve incidents according to knowledge-based articles and guidelines.
• Collaborate with senior engineers on complex cases.
• Attend training and assist in training new team members.

Skills

Excellent interpersonal communication skills

Excellent phone skills

Customer service principles

Problem-solving skills

Solution-oriented attitude

Tools

CRM systems

Job description

We are looking for a Tier 1 - Technical Support agent to join our collaborative and committed Support team that lives and breathes self-storage!

You will be entrusted with crafting and delivering a warm, enthusiastic, and customized support experience for our wonderful customers around our family of products while troubleshooting their software and environmental-related issues.

You are the missing puzzle piece to help us bridge any knowledge gaps that may arise.

Through creativity and empathy, while leveraging your critical thinking skills, you will analyze, investigate, and resolve a limited scope of issues.

While you may encounter problems that can be resolved through a number of our existing resources, you will also need to utilize training and knowledge base articles to route out of scope issues and inquiries to another team when needed.

Shift Details

Primary Days : Weekdays Shift Hour Openings : 9am - 6pm ET, 10am - 7pm ET, 11am - 8pm ET

What you will do every day

Incident Handling

• Register incidents received by web, chat, e-mail and phone in the CRM system
• Classify incidents based on severity and priority
• Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents or be able to identify when to elevate to a more advanced team
• Investigate and resolve incidents according to knowledge-based articles
• Contribute and update our Knowledge Base and Communities
• Follow standard processes and procedures: Accept and retain ownership of requests, provide regular updates to support and / or customers on the status of each request and manage aging of assigned requests
• Ensure service level standards are achieved (as defined by the Technical Support management team)
• Handle interruptions well and move between tasks with ease while still meeting deadline

Incident Escalation

• Collaborate with Senior or Principle Support Engineers on complex cases when appropriate
• Log reported bugs in bug tracking system
• Escalate cases to Tier 2 when required

Customer Care

• Attend virtual based training classes
• Complete certifications for company products
• Complete training for complementary 3rd party products where needed
• Use appropriate discretion in handling critical client calls and escalating calls to management
• Perform each duty above with our customers' satisfaction as your number one priority
• Assist in training new Technical Support team members
• Contribute new content to the Support Knowledge base

What you need to bring to the table

• At least 2 years of product support experience, preferably in a support analyst or technical support position preferred
• Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
• Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
• Excellent knowledge of customer service principles and practices with previous customer service experience
• Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures
• Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
• A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
• Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
• Ability to follow department processes and procedures
• Experience utilizing CRM systems

Bonus points

• Intermediate understanding of major RDBMS with emphasis MS SQL
• Intermediate desktop OS knowledge (PC and Server) including understanding environment variables and writing and troubleshooting batch files
• Intermediate network communication, network security, network administration and wireless networking knowledge
• Intermediate virtualization knowledge with the ability to configure and troubleshoot virtual environments
• Intermediate knowledge of IIS and web services
• Intermediate experience supporting mobile apps

Proficiency supporting multiple versions of Windows

Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari

Apply now, join our team, and be part of a supportive community that values growth, recognizes excellence, and fosters a vibrant work environment!

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role.

We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants.

If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.